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Associate - Audience Experience

JOB TITLE: ASSOCIATE - AUDIENCE EXPERIENCE  

LOCATION: MUMBAI, INDIA

OUR STORY:

Saavn is the world’s largest South Asian focused music streaming service with millions of monthly active users. We are 150 entrepreneurs, across New York, California, Mumbai, Gurgaon, and Bangalore, who help music lovers access, discover, and listen to their favorite music across all languages and genres. We blend digital technology, data analysis (which we have affectionately coined Music Science), and a strong, fearless business acumen to reach all corners of the globe.

Through partnerships with Apple, Google, Facebook, Twitter, and Shazam - to name a few - Saavn reaches more music fans than any other South Asian service. Our award-winning mobile products, partnerships, and thought leadership have been featured in some of the world’s leading publications, such as The New York Times, Forbes, The Wall Street Journal, The Economic Times, The Times of India, CNBC, and many more. We are well-funded by some of the world’s most successful institutional investors and global media companies, including Tiger Global Management, Bertelsmann, Steadview Capital, Liberty Media, Mousse Partners, Quilvest, and a number of strategic individuals. Beyond investing, these are advisors and supporters of our vision, our passion, and our collective ability to deliver a revolutionary music experience as the leader in India.

OUR CULTURE:

At Saavn, we ignite passion and performance to work towards a collective goal: building a mobile entertainment ecosystem and the best possible music experience for hundreds of millions of people. From in-office performances by some of the world’s most beloved musicians to opportunities for international travel, Saavn offers a dynamic and unconventional work environment. We believe creativity and technology blend together like sweet melodies. When you choose Saavn, you join a diverse world of high-caliber techies, artists, and inventors, hailing from companies like Yahoo!, Twitter, LinkedIn, Google, Qualcomm, HBO, Microsoft, Flipkart, Amazon, Paytm, Quikr, MSN, and NDTV. We are amongst the few digital companies that provide tremendous opportunities for high-tech work in Mumbai, that one would have to otherwise seek in Silicon Valley.  Our value-based, people-first work culture is about empowering every individual on our global team to be a catalyst for change in this dynamic digital world. Every day is an opportunity to bring your thinking to life, and to expand, learn, and grow. No idea is left unconsidered. No voice is left unheard.

ROLE:

The Saavn team seeks a team player to provide high quality and efficient service and support to existing and incoming listeners. The perfect candidate will be a role model of service delivery for Saavn and will serve as the primary interface with our users. 

RESPONSIBILITIES:

  • Responsible for being attentive to every listener query encountered via phone, emails, social media, app reviews or from any other source at work
  • Take complete accountability of the current case being worked upon and provide an end-to-end resolution with an unparalleled customer experience
  • Respond to listener feedback in a timely, accurate, and appropriate manner
  • Troubleshoot minor technical errors encountered by the listeners by asking relevant questions and probing well to reach the root cause of the issue 
  • Document queries appropriately and briefly into the applicable listener account to help the Saavn get a consolidated view on the listener’s history
  • Be inquisitive about Saavn’s products and the tools available to serve our listeners
  • Brainstorm with the Listener Support team to help formulate an effective plan of action to implement Saavn’s Listener Support strategy
  • Escalate issues to reporting manager and other Saavn teams when encountered, follow-up to get a turn around time for the fix, and keep the listener updated on the issue
  • Play a pivotal role in the continued stability and growth of our organization, by serving as a front-line Saavn Brand Ambassador
  • Assist reporting manager and Saavn’s management with special projects as and when requested
  • Maintain a professional working relationship with listeners and colleagues

REQUIREMENTS:

  • Bachelor’s Degree from an accredited institution
  • Past work experience in Customer Service
  • Excellent English-language communications skills including ability to communicate clearly, professionally, both verbally and written, and at a level suitable for a variety of audiences
  • Excellent listening skills, inquisitive, positive, team-oriented, enthusiastic approach
  • Knowledge of various Indian languages like Hindi, Marathi, Tamil, Telugu, Punjabi, etc.
  • Self-motivated work ethic
  • Friendly, polite, and tactful nature
  • Ability to handle diverse customers and situations with patience
  • Ability to cope with multiple projects and deadlines
  • Ability to work effectively both as an individual and in a team environment
  • Experience with the internet and high-tech industry

BENEFITS AND PERKS:

At Saavn, we blur work and play, and you get all the perks of a global company.  You will get to work with a dynamic group of entrepreneurs, who are delivering results and working zealously across time zones to make a difference in the way the world experiences music.  We love what we do, and we think you will too.

  • Group Mediclaim
  • Fun Fridays
  • Flexible vacation policies
  • Free healthy (and unhealthy) lunches & snacks
  • Saavn-sponsored team outings
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